The 12-month guarantee
The 12-Month Guarantee
Twelve months against anything that should not have happened. If it fails, we replace it — and we ship the replacement before asking for the original back.
- 12 months from delivery
- Replacement ships first
- No receipt hunting
Coverage
What is covered, and what is not
We would rather be specific than generous-sounding. Here is the exact line.
| Situation | Covered | What we do |
|---|---|---|
| Frame cracks with no impact mark | Replace the racket | |
| Seams, zips or buckles failing on a bag | Replace the bag | |
| Stitching or print lifting on apparel | Replace the piece | |
| A bottle losing its vacuum | Replace the bottle | |
| Frame cracked on a ball, fence or floor | Impact damage is the game | |
| Strings breaking | Strings are consumable | |
| Normal fading and wear | Expected over years | |
| Loss or theft | Not a warranty matter |
No receipt needed — the order is in our system. Twelve months runs from the delivery date, not the order date.
Making a claim
One email, one photo
There is no form and no case number. A person reads it.
-
01
Send a photo
One clear photo of the fault plus your order number. That is the whole claim.
No receipt needed -
02
We answer within a day
If it is covered we say so immediately. If it is not, we tell you why and what a repair would cost.
1 business day -
03
Replacement ships first
We dispatch the replacement straight away and send a prepaid label for the original.
You are never without it
Guarantee questions
The detail
Does the guarantee transfer if it was a gift?
Yes. It follows the item, not the buyer. Give us the order number or the email it was bought with.
What if the piece is discontinued?
We replace it with the closest current equivalent, or refund it at the price you paid. Your choice.
Is this instead of my statutory rights?
No. It sits on top of them. Nothing here reduces the rights you already have under US consumer law.